On September 4, 2024, a report emerged detailing an incident at the Chicago Marriott Schaumburg where Platinum members of Marriott's Bonvoy loyalty program were denied their reservations. A reader recounted his experience of being turned away despite presenting his ID and credit card upon check-in. The hotel staff acknowledged his Platinum status but then summoned security to inform him that he was being "walked."
The practice of overbooking is common in the travel industry, including airlines, hotels, and rental car companies. Businesses sell more seats, rooms, or cars than they have available to account for cancellations and no-shows. However, when too many people show up, some reservations must be declined.
In this case, the affected guest reported that the hotel did not arrange alternative accommodations. Another Platinum member faced a similar situation at the same location.
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